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2 Messages
XG1V4 box HDMI handshake problem
I have seen several messages/questions in this forum about problems with the XG1V4 box losing its HDMI connection with the TV. But in none of those threads does there appear to be a resolution, so I am going to try to bring up the question/problem again.
My setup:
XG1V4 connected via UHD high-speed HDMI cable to Samsung UN65JU6500 TV.
Problem:
The TV and XG1V4 work fine together for the whole day. Then, the next morning, when I turn the TV on I get a black screen. I can resolve the problem by rebooting the XG1V4 (obviously not an acceptable way of dealing with the problem). Occassionally, without needing to reboot, I can get the box and the TV to communicate correctly by first connecting the XG1V4 to a much older non-UHD Samsung TV, getting that TV to show correctly, and then connecting the XG1V4 to the UN65JU6500. But that doesn't always work. In any event, even when I do get it to work correctly, it quits working again the next morning. Rinse and repeat.
Elsewhere on these forums there have been a couple of suggested fixes. First, turn off PowerSave. I have done that. Second, make sure you have a UHD high-speed cable. I have done that. Third, make sure that you have the latest firmware on the TV and on the XG1V4 box. I have done that.
From reading the various threads on this issue, it appears that it is an HDCP 2.2 issue that is causing the XG1V4 and the TV to have a problem establishing an HDMI handshake. And several Comcast employees suggested that the problem has been sent back to the tech folks to find a solution. But unless I have missed it, I don't see any notice of a resolution.....
jmg1951
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36 Messages
6 years ago
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radnortx1
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58 Messages
6 years ago
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jmg1951
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36 Messages
6 years ago
I've had three XG1v4b DVR cable boxes in the last 2 weeks and all exhibit the same black screren picture at morning turn that you described on my 65" year old Samsung QLED TV. I had escalated to a supervior who arrived at my home last week and verified that it was a issue with the 4k box which they are aware off . There was a firmware update on Jan 31, 2019 for the Arris XG1v4 which was suppose to address the problem but it didn't do a thing for me except that black screen now sometimes turns into a blue screen. Find it hard to beleive that Comcast Enginnering have not come up with a fix after over a year of complaints. I have Comcast coming out this week to downgrade me to the older HD dvr box without 4k that I had before which worked great for over 3 years. I'm very disappoted about giving the 4k box back but it's too stressful dealing with this situation everyday!
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BrianHCM1
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28 Messages
6 years ago
you can keep the 4k box, just go in and set it to 1080p
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pcsilvia
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17 Messages
6 years ago
Just so all of you know, I have had this problem with our XG1V4 and LG OLED65G6p since December of 2017. It's periodic, random, and I resolve it by simply unplugging the HDMI cable from the back of the tv and immediately plugging it back in. This connection is readily accessible and seems to be the only method to quickly resolve it. It's annoying! (along with the non-existance of any Comcast 4K material)
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Rustyben
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24.6K Messages
6 years ago
Comcast has not yet announced when the fix is ready for the 'wake up' issue with some TVs and the XG1v4 4k/UHD set top box. The simplist workaround is to change the TV HDMI input to any other port and then back to the HDMI port the set top box is connected. That way no reboot is necessary and you don't lose the current channel's buffer.
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EricinChicago
New Poster
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1 Message
6 years ago
Yes I too have had this problem since getting the 4k box. I have a 78'' RCA however it's rumored to be a rebranded Samsung so this isn't surprising. Tried two different boxes and had Comcast try persistently to send a tech out to look at the issue which I refused as we all know it's nothing to do with anything but the box. There's been maybe five forums here about this since the issue started but comcast closes them all with someone claiming a resolution at the end which does not work. I too have been unable to have anyone at Comcast admit the problem. It's ridiculous with the prices they charge they can't or won't resolve this but don't expect anything anytime soon as this has been going on over a year now. Looking at options from RCN and AT&T now as this is unbearable.
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rlee131
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61 Messages
6 years ago
Thanks for your post. Not sure if I am going to change or just keep dealing with. As seen through this forum it is Nation wide issue with the X1 box. Just an update with my particular issue. Previously I had to restart the box when turning on in the morning every 2/3 days. For the last 10 days it has been every other day.
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MNtundraRET
Gold Problem Solver
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5.9K Messages
6 years ago
Samsung does not make a 78 inch UHD television.
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jmg1951
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36 Messages
6 years ago
1)On your Xfinity remote go to settings, device settings,power preference, and turn your power saver ON. Box will go to sleep at night but when you turn your tv on in the am it will turn the box on also. When both the box and tv turn on together the video will connect with no problem.
2) If you have a Samsung tv or a tv with the HDMI UHD COLOR setting turn it off for the HDMI cable box input. Per Samsung this setting must be on for any type of gaming because it increases the refresh rate but for a cable box with 4K it has no effect. I have mine turned off and it’s been working every morning for the last week and the 4K does come thru on Netflix.
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rlee131
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61 Messages
6 years ago
Thanks for your suggestions. #1 That’s how mine is currently set.
#2 I’ve never tried that. I just changed and will see what happens. I’ll let you know. I sure hope that works.
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jmg1951
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36 Messages
6 years ago
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Rustyben
Expert
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24.6K Messages
6 years ago
simplest work-around is to change the TV to a different live HDMI port then back to the DVR port.
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rlee131
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61 Messages
6 years ago
Tried that previously. Does not work for me
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V8_5-OH
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4 Messages
6 years ago
Here's my latest: Called tech support. Rep said this should not be happening but did not seem to be aware of the problem or this forum. A tech came out and decided to replace the 4K box, which worked, but after the tech left the same problem occurred. Called it in again, the same tech came out and said the local engineer suggested using HDMI port #1 instead of port #2 on my Sony TV. I tried this before, but this time it worked, although there's about a 0.5 s delay to connect vs instantaneous before the problem arose. So everything's been working fine for about 2 weeks - hope it won't recur after I send this message! I did have to spend over an hour explaining the same situation to 2 different tech support staffers and the onsite tech. The tech reps seem to think that Comcast's working on this problem, but who knows.
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